New technology and new workplaces: call centre careers – a growing reality?

Abstract

Research to date suggests that career advancement in call centres (CCs) is relatively uncommon with employees often viewing such employment as a stopgap measure before moving on to something better. This study set out to determine whether such scenarios have changed over time since CCs have become more established in their work organisation, information and communication technology (ICT) and management processes. This study particularly focused on training and development initiatives, how employees access training and development, and whether CCs support career development. Using both qualitative and quantitative methods, these issues are examined within 10 Australian CCs of varying size from various sectors. Two-thirds of respondents stated that they intended to develop a career in the industry and 7 in 10 reported that they believed there were promotional opportunities emerging in their current organisation. Despite these findings, the evidence also suggests that more needs to be done both to create coherent career paths and to establish structured, accredited training programmes for CC employees.

Keywords:

• Australia
• call centres
• careers
• development
• skills
• training

Additional information

Notes on contributors

Zeenobiyah Hannif

Dr Zeenobiyah Hannif is a Senior Lecturer in the Management Discipline Group, University of Technology, Sydney, and a Senior Research Associate at the Centre of Occupational Health and Safety Research at Auckland University of Technology, New Zealand. Her PhD thesis was awarded in 2007 and examined HRM practices in the Australian Call Centre Industry. Zeenobiyah’s research interests centre on HRM practices and the employee experience, and she has published extensively in this area since 2005.

Julia Connell

Dr Julia Connell is Director of Research Development and Training, University of Technology, Sydney. She has published widely on the topics of change, employment and workplace-related issues. Current research includes a focus on vulnerable workers and precarious jobs; the quality of work and industry clusters as a means of knowledge sharing and competitive advantage.

Anthony McDonnell

Dr Anthony McDonnell is a Reader in Management at Queen’s University Management School in Belfast, Northern Ireland. His primary research interest is on the HRM and employment relations practices of multinational companies across different host contexts. Within this area, he is particularly interested in how multinational companies manage their global talent.

John Burgess

Dr John Burgess is a Professor of HRM, School of Management, Curtin Business School, Curtin University, Western Australia. His research interests include the HR practices of multinational enterprises, workplace partnerships and workplace participation and job quality development programmes.